From Jonathan Schwartz’s blog:
The saying goes, “a brand is a promise.” On a personal level, I’ve always felt that statement was incomplete. A promise is the lowest common denominator of a brand – it’s what people expect. Think of your favorite brand, whether search engine or sneaker or coffee shop or free software, and you’ll know what I mean – a brand is an expectation. If you experience anything less, you’re disappointed.
But a brand must go beyond a promise. To me, a brand is a cause – a guiding light. For fulfilling expectations, certainly, as well as dealing with the ill-defined and unexpected. It’s what tells your employees how to act when circumstances (and customers) go awry, or well beyond a training course. My first real experience with that was a personal one.
It’s a cause. One your employees – and more critically, your customers – willingly join.
via Jeff’s Links